Hybrid work schedule (Minimum 3 days/week) - Toronto office

We are seeking a Senior IT Service Desk Manager to work within the Information Technology group across the Canadian offices. This individual will lead a team of IT professionals responsible for being the front line and "face of" IT to our users.

This role requires a proactive, well-organized, self-motivated individual capable of organizing resources in line with the changing daily service requirements and taking an ITSM-focused approach to day-to-day operations. The candidate must have significant experience with technology and have high analytical and problem-solving skills along with excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels.

The key focus of the team is to deliver a world class IT service to the firm and includes oversight of the Service Desk (SD), Identity and Access Management (IAM) and Audio Visual (AV) teams.

You will be focusing on:

• Co-ordination of the team(s)
• Work with the SD Team Leads to ensure daily operations are managed and customer needs and expectations are met.
• Leverage the national Customer Service team to ensure the most efficient use of available resources across local vs national workloads.
• Work to ensure focus is paid to achieving KPIs, while maintaining a high level of morale and customer satisfaction.

• Business Engagement
• Develop and maintain good relationships with senior leadership (Office Managing Partners, Local and National Chairs and Business Services Managers).
• Develop and review monthly performance scorecards with CIO and senior leadership.
• Develop strategic roadmaps for the teams based on requirements gathered from key decision makers.

• Quality Management
  • Implement and continue 'quality management' within SD, IAM, and AV to ensure customer service standards exceed expectations, and drive efficiencies and reduce incidents
  • Use methods such as balanced scorecards, to review quality of live telephone calls, ticket notes and resolution details.
    
    
• Knowledge & Coaching
  • Where development is required, work with individuals to continually improve their service offering through 1 on 1 coaching, peer to peer development and scheduling training etc.
  • Ensure there is a national approach to documentation and training for all SD, IAM, and AV staff.
  • Report on progress and designing future development paths for the teams and individuals.

• Escalation Management

• Act as a point of escalation for service complaints, ensuring customers concerns are addressed and reported to senior management where required.
• Act as a 'Major Incident Manager' when there is a severe impact/outage to the customers and communicate to IT/customers as necessary.

• Project Transition
  • Work with the project and level 3 teams to ensure successful engagement of the SD, IAM, and AV teams.
  • Ensure plans are in place for Service Desk staff training of new systems prior to go-live.
  • Act as an approver in the Change Approval process, on behalf of the IT support teams and the customer.
  • Contribute to and approve technical designs submitted through projects.

What you bring to the role:

• Minimum of twelve (12) years' work experience in technical support.
• Minimum of eight (8) years' work experience in a management role.
• Proven experience in team supervision, workload prioritisation and technical troubleshooting.
• Proven experience in setting & managing against Key Performance Indicators.
• Quantifiable experience in ITIL service management disciplines: Incident, Problem & Change.
• Ability to work with, manipulate and interpret data sets and perform analytics as needed.
• Ability to manage personal and team workloads (including management of team schedules).
• Proven ability to be able to measure and monitor the team's operational performance.
• Provide management reports and scorecards for the IT Leadership team.
• Significant experience working with high profile customers in a demanding and time critical environment.
• Ability to troubleshoot and understand the customers' requirements, to be able to deliver the right solution to meet their 'needs' rather than their 'wants'.
• Process driven, with the ability to focus on the end result/be a completer, finisher.
• Excellent written and communication skills.
• Ability to handle confidential information and use good judgement.
• Excellent training, coaching, and counselling skills.
• Knowledge of Legal technology is a benefit.
• Ability to work under pressure and time deadlines.
• Availability outside of standard working hours is a requirement.
• Must have exposure to the following:
• Vendor management and procurement processes
• Budgeting and finance processes
• Project and resource management
• Bilingual (spoken and written French and English) is a benefit.

Core Team Systems Used

• ServiceNow (Incident, Change, Request, Problem, HAM, SAM)
• Qualys

Core Systems Supported

• Microsoft Windows 10 or above
• Microsoft Office O365
• ACD - Genesys Purecloud
• Adobe Acrobat Pro
• Apple products
• Printing solutions (desktop and MFD)
• Active Directory
• Microsoft Exchange user administration
• File transfer solutions
• Microsoft Teams
• Microsoft Authenticator
• Microsoft Intune
• iManage Work
• Client Management Systems (CMS)
• Time recording systems
• Encryption software
• Dictation recording/transcription software
• Remote working tools (e.g. VPN, Terminal Services, Microsoft AVD)
• Remote management tools (e.g. TeamViewer, SCCM)
• Microsoft Endpoint Configuration Manager (MECM) (reporting, collection management, log analysis)
• Mimecast email management

Shift Information

• The IT Customer Service team works a 7AM - 9PM ET shift pattern on a 35-hour work week

• Candidates must be willing to participate in an 'out of hours' hours on-call schedule for Major Incidents
• Candidates should be willing to work additional hours as required to fulfil the requirements of the role. This may include evening and/or weekend work.

Why join our team:

• Hybrid work environment
• Retirement savings plan with employer contribution
• Benefit premiums paid by the firm
• Telemedicine services
• Wellness matters: Flexible health and wellness allowance that covers much more than gym memberships!
• Training and development programs based on your interests and needs

Ready to join a proactive and modern firm that provides an exceptional career experience in an inclusive and collaborative environment? Come join us!

As a global law firm, we embrace a culture of excellence and working hard, but always with a focus on flexibility, respect, diversity and openness. We strive to create an equitable, inclusive environment where everyone can bring their whole self to work and realize their career potential.

To find out more about how we integrate diversity, equity and inclusion in everything we do please click https://www.nortonrosefulbright.com/en-ca/about/diversity-equity-and-inclusion.

If you are unable to apply for a position online or require any reasonable adjustments during the recruiting process, please contact TORHR_RH@nortonrosefulbright.com to further discuss your needs.

Please note that applicants who receive an employment offer may be required during their employment with Norton Rose Fulbright to provide proof of vaccinations recommended from time to time by government or public health authorities. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to protected grounds. For applicants who require an accommodation, please contact TORHR_RH@nortonrosefulbright.com to discuss further.

We thank all candidates for their applications, but please note that we will be contacting only those whom we invite for an interview.

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